For a long time contact centres have been known to have very high staff turn overs with most having a turnover rate of 30-45 percent with some seeing a turnover rate higher than 100 each year! A common cause for this is due to Contact Centres not prioritising the frontline, ensuring they have the right […]
As we enter a new era of AI and are starting to see more and more uses of this technology across more industries than ever before it becomes more crucial than ever for Contact Centres to be aware of and utilising tools that make use of this emerging technology. With this in mind, today we […]
When deciding whether to partner with a Call Center or a BPO provider, it’s important to consider your business needs and the types of services that you require. It can be a little daunting at first to navigate all the terms specific to the outsourcing industry and narrow down what sort of company is the […]
Outsourcing to a contact centre can be an intimidating idea for many businesses and it comes with a lot of stereotypes that are frankly outdated. Having worked in a mix of both in-house and outsourced contact centres for over 20 years, I have extensive experience in both realms and have seen both the upsides and […]
We’ve talked a lot about the advantages to Telnet of having a distributed workforce since Covid-19 gave us the nudge we needed to make this a comprehensive change to our business model. We had a small but successful group of homeworkers augmenting our 150+ desk Contact Centre for some time – so the technology side […]
As parts of New Zealand begin the recovery and cleanup process after the havoc of Cyclone Gabrielle our thoughts are with those that have been effected by its devastation. Sadly, this impact extends to some of our own staff who were caught I the path of the floods and violent winds. We are now seeing […]
At Telnet we introduced the concept of a One Team environment a number of years ago and have seen numerous benefits in doing so for our clients, our staff and for Telnet. Despite its success we are aware that many organisations may not be aware of how this model actually works and how employing an […]
With 18 years at Telnet working from a frontline agent up to client services, I have been exposed to many iterations of ContactSuite, which is our primary CRM and omnichannel management tool. I still recall a time where this software was used to manage calls only, but even at that stage I could see the […]
If you’re a manager or business owner, you know that it can be challenging to get your team motivated after a return from the holidays. After all, everyone is coming back from vacation mode and may not be feeling their most productive. However, there are plenty of ways to motivate staff after they’ve returned from […]
As the holiday season approaches, remote workers in contact centers all over the world are preparing for a unique Christmas experience. This year, many of us will be working remotely from our homes and connecting with customers around the globe through technology like ContactSuite and Amazon Connect. While this may present some challenges, it also […]
